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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The expected call volume.
B) The number of expected help desk personnel.
C) The budget available for new equipment.
D) The functionality advertised with the most popular systems.

2. What are the three most common self-help technologies? (Choose three)

A) Fax-back systems.
B) Application online help systems.
C) Call logging systems.
D) Frequently Asked Questions.

3. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective facilitation.
B) Effective discouragement of humour.
C) Effective highlighting of individual shortcomings.
D) Effective meeting management.
E) Effective demands for respect for your expertise.

4. A cross-functional team _____. (Choose 1)

A) Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.
B) Exists when members of a project team allow scope creep to divert the efforts of the team.
C) Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
D) Utilises individuals from multiple groups to maintain an all-round view of a project.

5. What are the three most important benefits to the customer of following help desk procedures? (Choose three)

A) Customers assign the priority.
B) Fair and consistent treatment.
C) Traceability of help desk actions and activities.
D) Faster, more efficient service.

Solutions: